At TakaTaka Solutions, we collect your waste like every other waste collector, but, instead of taking it to a landfill, we take it to our own sites, where we sort the waste, and then recycle 95% either ourselves or through our local partners. This represents one of the highest recycling rates in the world.
The Customer Care Executive (Inbound/Outbound) will be responsible for managing customer interactions across multiple communication channels, ensuring exceptional service delivery and positive customer experiences. The role involves handling inbound inquiries, resolving complaints, conducting outbound follow-ups, supporting retention initiatives, and maintaining accurate customer records. The position plays a critical role in strengthening customer relationships, improving service quality, and driving customer satisfaction.
Key Responsibilities
Inbound Customer Support
Handle incoming calls, emails, WhatsApp messages, and other communication channels professionally and promptly.
Respond to customer inquiries regarding services, schedules, billing, and general information.
Resolve customer complaints efficiently while maintaining professionalism and empathy.
Escalate complex issues to relevant departments and ensure timely resolution.
Outbound Customer Engagement
Conduct follow-up calls to confirm service satisfaction and issue resolution.
Perform outbound calls for customer retention, feedback collection, and service reminders.
Support upselling or cross-selling initiatives where appropriate.
Follow up on pending payments or documentation where required.
Customer Relationship Management
Maintain accurate and up-to-date records in the CRM system.
Monitor service tickets and ensure closure within agreed timelines.
Track customer complaints and identify recurring issues for process improvement.
Support client onboarding by guiding customers through service procedures.
Reporting & Performance Tracking
Maintain daily call logs and service reports.
Meet defined KPIs such as response time, resolution time, call handling time, and customer satisfaction targets.
Provide feedback to supervisors on recurring customer concerns.
Compliance & Professional Conduct
Adhere to company communication standards and policies.
Ensure confidentiality and data protection compliance.
Maintain a positive brand image in all customer interactions.
Job Requirements
Academic Qualifications
Diploma or Degree in Customer Service, Business Administration, Communications, or a related field.
Experience Requirements
Minimum 1–3 years’ experience in customer service, call center, or client support role.
Experience handling both inbound and outbound calls.
Experience using CRM systems and call management tools is an added advantage.
Knowledge & Skills
Excellent verbal and written communication skills.
Strong listening and problem-solving abilities.
High emotional intelligence and customer empathy.
Good data entry and documentation skills.
Time management and multitasking ability.
Basic sales and negotiation skills (for outbound engagement).
Proficiency in MS Office and CRM systems.
Core Competencies
Customer-focused mindset.
Strong attention to detail.
Ability to work under pressure.
Team player with positive attitude.
Results-oriented and proactive.
How to Apply
Interested and qualified candidates should apply by visiting the application link: https://www.myjobmag.co.ke/apply-now/1155153 which will redirect to the official Google Form application.
